BASS Services

Dear ,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementUpon review of your policy, we do see that you placed a claim for the refrigerator and we did receive a diagnosis that the door hinge was bad causing the unit to not seal properly, this created too much heart into the unit, per our policy Section DCoverage #states that we do not cover door hinges The hinge failure caused the board to malfunction which is considered secondary damagesPer section FLimitations of Liability #19, CHW does not cover failures that are secondary The technician also advised that the coil was clogged, per our policy Section FLimitations of Liability this is considered to be a lack of proper maintenanceWe did offer you a goodwill gesture in the amount of $plus the one free service call fee added to your policy which you declined.We are offering to provide you with a full refund of $to be sent back to you however you would have to contact CHW at ###-###-####, sign an agreement in order to receive a refund in full We are not able to provide you with a credit for the service call fee back in cash due to the fact that it is a requirement for the technician to be paid by the customer and we do not reimburse for that as it is stated in our policy.If you feel that the technician made the unit worse than what it is, we ask that you contact them back Per our policy, Section FLimitations of Liability #states that CHW is not responsible for the negligence of the technicianWe will be happy to assist you with the phone number of that tech If you are interested in any of these offers, they are documented in your claim and you can contact us and we will provide you with whichever you chose to doAgain, our number is ###-###-####.Thank you,CHW

Complaint: [redacted] I am rejecting this response because:They have changed the wording of why they are rejecting the claim since the beginning to ensure it's not covered Regards, [redacted] ***

Dear Mr [redacted] ,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php.Upon review of your policy that you purchased on 3/7/15, we do see that it started on 4/7/and that we did mail and email a copy of the policy to you but as stated above, you can always view the policy online as can anyone.We do see that since the date of purchase you have placed several claims with us and CHW has covered all the claims that you had placed (7) except for the current one that you have placed for the faucets Our policy doesn’t cover fixtures, faucet or flangeWe do regret your frustration with this one claim and do look forward to assisting you with your future claims.CHW

Dear [redacted] ,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy Due to your dissatisfaction we offered to cover half of the cost for the leak test You accepted this offer.The results of the leak test stated that there was rust/corrosion found on the evaporator coil that caused the coil to form holes which led to the Freon leak.Per our policy, Section Letter F., Number 1, CHW is not liable for “ malfunction or improper operation due to rust or corrosion of all systems and appliances ”Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you requested to cancel your policy We regret to hear your wishes to cancel your policy If you would like to process your cancellation, please contact us directly at ###-###-#### Monday-Friday 9am to 6pm EST.We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because: I purchased this warranty to ensure that, like you said, I had piece of mind for my home appliancesWhen your salespeople sold me this warranty, I was never warned that there was a chance my appliance would not get fixedI went through and read through the INCLUDED appliances and what was coveredI seemed pretty happyI read through as much of the liabilities and limitations I could handle and understood as much as I couldJust mostly figured things like vandalism, not caring for my appliances by cleaning and regular recommended maintenance practices were not coveredThis liability hidden in the middle of limitation #in the middle of the paragraph hidden in one sentence ensures that I can not keep this warranty serviceAll these new appliances have computers and mechanical devices working hand in handOne item shorting out another item is going to happenIt's not a freak thingI can't trust my home in your hands due to that one sentenceOne free month of service or a service call doesn't pay back the damages I've incurred due to thisThanks for the gesture but I respectfully decline Regards, [redacted]

[redacted] J [redacted] , Thank you for the feedback, we have advised our IT department about the issue and hope to resolve this quickly for you.We do regret any frustration that this has causedThank you,CHW

Customer are allowed days to be sure that everything is in working condition before the effective date of the policyPreexisting conditions are determined not only on the condition of the covered item but to the extentThe pump and control box were burned upThis damage is not something that would occur in such a short life span of the policyAs CHW values all customers, as a courtesy, you have been provided with one free service call for your next claim Regards, CHW

Dear *** [redacted] ,We regret to hear your frustration and apologize for the any inconveniences this may have caused youWe have placed a onetime free service call fee onto your policy that can be used on your next claimPlease be advised that the technician has been continuously trying to reach out to you, but was unsuccessful Please reach out to Appliance and TV Pros at ###-###-#### to schedule your follow appointment.Regards,CHW

I am rejecting this response because: I had other companies come out and tell me the problem was NOT a lack of maintenance The information I received about what is covered and what is not does not indicate that my issue was something they do not coverFurthermore, I was informed through a 3rd party that I was not covered because my policy was too newThe company they sent out was fighting for me, but were told that the insurance company would definitely not be doing anything, as I cancelled my policyThe only reason I canceled the policy is because I was getting the runaround and nothing indicated that my problem was not coveredTheir advertising tells the consumer that things get old and need replacing and their insurance covers itApparently it only covers inexpensive claimsI did some research and found others that had the same experience I did - Their ac units were well maintained, but because it was a high dollar repair this company weaseled out of it with the "lack of maintenance" excuse

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me As long as I actually receive the refund from the business as of today I have not Regards, [redacted]

Dear [redacted] Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on [redacted] A review of the claim shows that the claim was handled properlyBased on the diagnosis that was received, the issue with the heat is that there needs to be an outside temperature sensor installed to stage the propane back up to the furnace properlyThis is considered a modification to an existing systemAdditionally, the propane heater is a backup source of heat for the heat pumpCHW only covers the main source of heat as indicated in Section Letter D, Number of the policyAdditionally, in accordance with Section Letter F, Number 11, modifications aren’t coveredShould you have any additional questions, please call the CHW customer service team directly at ###-###-#### We do regret your frustration; however CHW is in full compliance with the terms and conditions of our policy Regards, CHW

[redacted] All units must enter the policy in proper working order on the start date of the policy This is the responsibility of the customer to ensure that this is the case; this is stated in the policy in Section A#Are in place and in proper working order on the effective date of this home warranty contractThis contract does not cover any known or unknown pre-existing conditionsIt is understood that WE ARE NOT A SERVICE PROVIDER and are not undertaking to repair or replace any such systems or componentsThis contract covers single-family homes (including manufactured homes), new construction homes, condominiums, townhomes, and mobile homes under 5,square feet, unless an alternative dwelling type (i.eabove 5,square feet or multi-unit home) is applied, and appropriate fee is paidCoverage is for occupied, owned or rented residential property, not commercial property or residences used as businesses, including, but not limited to, day care centers, fraternity/sorority houses, and nursing/care homesThis contract describes the basic coverage and options availableCoverage is subject to limitations and conditions specified in this contractPlease read your contract carefullyNOTE: This is not a contract of insurance, residential service, warranty, extended warranty, or implied warranty.We also state that we will not cover units that fail due to a lack of proper routine maintenance This is in section FLimitations of Liability #12.We are not liable for or routine maintenanceWe will not pay for repairs or failures that result from the Contract holder’s failure to perform or routine maintenanceFor example, You are responsible for providing maintenance and cleaning pursuant to manufacturers’ specifications, such as periodic cleaning of heating and air conditioning systems, evaporator coils and condenser coils, as well as periodic filter replacement.We will be happy to review any second opinions that you would like to provide us or any records of maintenance.We do regret your frustration however this claim is not a covered claim by our company.CHW

Complaint: [redacted] I am rejecting this response because: CHW refuses to acknowledge the complain If the unit was too small for the room, I am fine with thatI find it hard to believe a room smaller than sq feet needs a ton unit, but I will get a second opinionMY concern is that their representative told us one thing, and CHW tells us something completely differentJust their way of getting out of doing their jobs Regards, [redacted]

Dear *** ***,Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that the system was low on Freon Your system being low on Freon indicates that there is a leak somewhere in the system When the leak is not visible, a technician must perform a leak test A leak test would determine the location and cause of the leak, and in addition, the technician would take pictures of the location of the leak, the indoor and outdoor coils, and the model and serial number of the unit Per our policy, Section Letter D, Number 4, we do not cover leak test.Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you agreed to have your own technician perform the leak testBased on the leak test results, it stated that there was a leak inside the condenser unit by the coils The issue with the condensing coil was caused from a lack of proper routine maintenance The condensing coils are manufactured to withstand extreme conditions, therefore if the system is not properly and routinely maintained, it will fail Per our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...”If you would like to further dispute this claim, you can submit your proper routine maintenance records to [email protected] for review If your records show that your system was properly and routinely maintained, we would adjust the outcome of the claim accordingly We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

[redacted] , Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on our web site at http://www.choicehomewarranty.com/user_agreement.php Upon review of your policy, you had a claim for your oven cook-top on 9/23/and CHW did replace the parts of your ovenThe parts at that time excluding the labor and the tax, your oven now has the same parts failures and CHW is offering you more funds towards the parts than previously in Since we do understand that the parts may have gone up since then, we are willing to increase the amount to an even $for the amount that we would send to youOur authorization department did not base the amount according to this; they based it on the national average cost of the partsIf you would like to accept this offer, please contact us as it is documented in your claimWe do regret your frustration with this claim, we do see that all the claims that you have had with us, we have covered and we do look forward to assisting you for future claimsThank you, CHW

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Thank you very much for your attention and action in this matter. Regards, [redacted] ***

Dear [redacted] ***, Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable assetWe are committed to providing a positive customer experience and we take all feedback very seriouslyChoice Home Warranty provides home warranty service coverage on the systems and appliances listed as INCLUDED’ under the terms of the User Agreement sent to you at purchaseIt may also be found on our web site at [redacted] Upon review of your policy, we do see that you have placed several claims and a few of the claims were covered under pre-authorization however they were not covered claims The claim you placed for your Heating System on 12/5/15, the unit caught firePer our policy Section FLimitations of Liability #states we do not cover failures concerning fire damage The claim you placed for your Refrigerator on 4/18/16, this was fixed however it was not a covered claimThe door of the unit went off the track and it was causing the unit to defrostThe door is not a mechanical function of the system therefore it would not have been covered but the technician was able to fix it under the pre-authorization amount that he is provided The last claim that you placed for your Air Conditioning System, you stated that the unit was leaking water, per our policy Section DCoverage # states in the excluded portion that we do not cover water leaks We do regret your frustration with this claim; however we are in compliance with the terms and conditions of our policy Regards, CHW

Complaint: [redacted] I am rejecting this response because: I plan to obtain a second opinion on the AC system and cause of the leakI will submit this new report ASAP Regards, [redacted] ***

Dear [redacted] ***Our mission at Choice Home Warranty is to provide property owners with peace of mind by offering a high quality, easy and affordable way to protect their most valuable asset We are committed to providing a positive customer experience and we take all feedback very seriously Choice Home Warranty provides home warranty service coverage on the systems and appliances listed as ‘INCLUDED’ under the terms of the User Agreement sent to you at purchase It may also be found on www.choicehomewarranty.com/useragreementA review of the claim shows that it was processed according to the policy Based on the diagnosis that we received, it stated that there was internal failure in the compressor This failure occurs when the compressor overheats, damaging the internal windings and shorting the compressor This failure occurred from a lack of proper routine maintenance.Per our policy, Section Letter F, Number 12, CHW is not responsible “ for repairs or failures that result from the Contract holder’s failure to perform or routine maintenance...” Our SrClaims Specialist advised you about the outcome of the claim and our policy, in which you were not in agreeance.If you would like to further dispute this claim, you can provide your proper routine maintenance records to [email protected] for review If the records prove that your unit was routinely and properly maintained, we would adjust the outcome accordingly We do regret your frustration, however CHW is in full compliance with the terms and conditions of our policy.Regards,CHW

Complaint: [redacted] I am rejecting this response because: I am fully aware of what my policy says & what page to find your eliminations onI think it is BOGUS!! The wire melted the rubber casing which is deemed "fire"Upon reading my policy, which I absolutely did when I purchased it, it reads as if it were talking about a house fire...which is certainly not covered by a home warrantyThat's covered by home owners insuranceIt's very simpleYou intend to take people's money and have no intention of providing the services Wouldn't recommend your company to a single person! Your company robs people!!!!! Regards, [redacted]